A DRIVER was left fuming after she was hit with a hefty $707 fee for an overdue rental car – despite returning it on time.
Vonecia Sullivan-Hill of Phoenix, Arizona, was sent to collections over a vehicle she hired from Hertz while on a trip in Georgia.
According to a report by WCAX 3, Sullivan-Hill was on a weekend getaway last summer and rented a car through Hertz when she landed in Atlanta.
While everything went fine during the trip, she received a call a couple of days after her vacation from the rental company – claiming she still had the car.
Sullivan-Hill said: “We turned it in on a Monday morning.
“Wednesday, two days later, I got a call from Hertz saying, ‘You still have our car. We’re still charging you money.
“I’m like, ‘I’m in Phoenix. I don’t have your car. I left your car in the garage where I’m supposed to with the return cars.’”
With that, the company told her not to worry – but then she received another phone call the next day.
She told the company: “After a few days, I’m concerned. You’re calling me saying I have a car I don’t have. That’s Georgia. I’m in Arizona.”
After filing a police report with the Atlanta Police Department, Sullivan-Hill was contacted again by Hertz.
“Magically, a couple of hours later, I got an email saying thanks for returning the car, but they said thanks for returning the car today, five days later, and they charged me $707,” she said.
Naturally, after getting nowhere with Hertz, she disputed the charge with her credit card company and sent them all the necessary information to prove her case.
They then agreed that Sullivan-Hill did not owe the money, and her credit card company credited her account.
But things went from bad to worse just recently.
She said: “Two weeks ago, I got an email from a collections agency that Hertz sent me to collections for the $707 — the money they couldn’t collect.
“I’m like, ‘You’ve got to be kidding me, I don’t owe you any money.
“For five days, I didn’t know where that car was. I was in Arizona.
“I thought it was done. I want it to be done.”
In a response to WCAX 3 request for comment, a Hertz spokesperson said they had learned the entire situation was likely down to human error.
“At Hertz, customer satisfaction is our top priority,” the company said.
“We regret we were unable to resolve this sooner with our customer and have provided a full refund.”
The company added that their rental contracts have to be closed out by an employee, but in Sullivan-Hill’s case, it wasn’t,
Hertz later apologised to Sullivan-Hill, wrote off the $707, and gave her a $100 voucher for the inconvenience.
Experts recommend that drivers make sure to document everything when it comes to renting a vehicle, much like Sullivan-Hill did.
That includes taking time-stamped photos and videos of the vehicle, through to saving all of the documents involved.
Things to keep in mind when renting a car
According to The Boston Globe, every person renting a car should take a few minutes to check some boxes before committing to a rental car.
Keep in mind that rental companies are responsible for keeping cars mechanically sound. If you’re ever in a situation where you have to wait longer than 90 minutes for a tow truck, they advise to leave the keys in the rental and demand a refund as long as other transportation options are available (such as a ride from a friend, Uber, or Lyft) Be cautious about roadside assistance packages. Most packages cover instances like leaving keys in the car or running out of gas, but any mechanical issues are on the company. An accident, though, is the renter’s responsibility and will be charged to your insurance, not the company’s. Certain memberships, like AAA or AARP, may get you a discount on rentals. Some companies offer insurance for a small fee, though you’re already covered by your personal insurance. Before declining rental insurance, it may be wise to double-check that your insurance is covering the rental. Perform a visual inspection of the car before leaving the lot to protect yourself from damage claims from the company. When returning the car, make sure the gas level is as close to the same level as when you first drove off to avoid a refueling charge. Research different rental companies before committing to one. Some may have better reviews or warranties than others. Keep all contact via email or text in case a claim needs to be made later. If you see any scratches or dents on the vehicle, be sure to take pictures with a time and date stamp to avoid damage claims.Source: The Boston Globe
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